Experience
Incident Management
- Professionally Greet Caller
- Collect Incident Reporting Data
- Determine Severity Level
- Determine Scale Impact
- Keep Current Status Up-to-date
- Engage Required Groups
- Drive Action to Resolution
- Adhere to SOW Criteria
- Adhere to SLA Criteria
- Proper Ticket Completion Code
Remote Control Tools
- Microsoft RDP
- Skype
- Microsoft Teams
- TeamViewer
- DameWare
- ConnectWise
- Chrome Remote Desktop
- Splashtop
- LogMeIn
- GoToMyPC
- and more…
Printers
- Install Local Printer
- Install Network Printer
- Install Wireless Printer
- Install Printer Drivers
- Install Printer Firmware
- Troubleshoot Printer
- Facilitate Provider Support
- Monitor Service Call Status
- Drive Service Call to Completion
User Profile Management
- User Profile Creation/Login
- Common Start Pinning
- Taskbar Pinning
- Network Drive Mapping
- Network Printer Installation
- First Launch Purges
- Clock Setting
- Timezone Setting
- Region & Language Setup
- Power Settings
- Default Apps Setup
- Internet Options
- Cloud Storage Check
- VPN Testing
- Outlook Mailbox Setup
- Office 365 Checks
- Domain Verify
- Internet Connectivity
- Intranet Access
- WiFi Connectivity
- Display Settings
- and more…
User Data Management
- Manual Profile Data Backup
- Manual Profile Data Restore
- Macrium
- Acronis
- SyncBack
- Rclone
- GoodSync
- and more…
Support Methods
- In-Person
- Phone
- Chat
- Remote Control
Remote Worker Tools
- Cisco AnyConnect
- FortiClient
- Pulse Connect Secure
- OneDrive
- Google Drive
- Box Drive
- DropBox
- Mobile HotSpot
- Snagit
- Camtasia
- ScreenPresso
- Slack
- Zoom
- Whiteboard
- Evernote
- Skethboard
- OneNote
- Krisp
- Basecamp
- and more…
Software Install/Functional
- Microsoft
- AutoDesk
- ServiceNow
- Aspen
- SAP
- Adobe
- Techsmith
- Affinity
- Java
- JetBrains
- FreshWorks
- Oracle
- VMware
- and many more…
Hardware
- Install Hardware
- Install Hardware Drivers
- Install Firmware
- Troubleshoot Hardware
- Facilitate Provider Support
- Monitor Service Call Status
- Drive Service Call to Completion
This list, as you would assume, is not a complete list. There are many more tasks and skills in relation to desktop support. This does, and should give solid evidence that I have the skills needed to handle any situation in desktop support role. If I cannot fix and resolve issue myself, I know what to do, where to look to find the answer and get resolution to any issue that I may be presented with.
Truly Yours: Wayne Burlingame